Pamela DeLotelle
Mentor,OH
Summary
Dynamic professional with extensive experience in customer service at TTEC, excelling in problem resolution and communication. Proven ability to enhance client satisfaction through effective case management and strategic planning. Skilled in training and mentoring staff, fostering team development, and implementing process improvements to drive efficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
TTEC
10.2025 - 12.2025
- Assisted customers with inquiries through various communication channels.
- Resolved issues promptly to enhance customer satisfaction and loyalty.
- Maintained accurate records of customer interactions and feedback.
- Collaborated with team members to improve service efficiency and consistency.
- Completed health insurance enrollments.
Security/Receptionist
Allied Security
11.2024 - 10.2025
- Greeted and screened visitors, ensuring compliance with security protocols.
- Monitored surveillance systems to enhance building security and safety.
- Managed visitor logs to maintain accurate records of facility access.
- Provided assistance to guests, addressing inquiries with professionalism and courtesy.
Care Manager
Elder Services
11.2022 - 11.2023
- Coordinated care plans with multidisciplinary teams to ensure comprehensive service delivery.
- Assessed client needs through interviews and evaluations to develop tailored support strategies.
- Monitored client progress and adjusted care plans based on feedback and changing conditions.
- Facilitated communication between clients, families, and healthcare providers to enhance care coordination.
- Promoted to Adult Protective Services Investigator.
Case Manager
Coleman
07.2021 - 11.2022
- Coordinated client assessments to determine eligibility for services and support programs
- Developed personalized care plans in collaboration with clients and interdisciplinary teams
- Facilitated communication between clients, families, and service providers to ensure continuity of care
- Monitored client progress and adjusted care strategies based on changing needs and feedback
- Worked with individuals with severe and persistent mental illness.
Caseworker
Trumbull County CSB
01.2020 - 05.2021
- Conducted comprehensive assessments of client needs to develop tailored support plans.
- Facilitated regular case reviews to ensure compliance with agency guidelines and best practices.
- Collaborated with multidisciplinary teams to coordinate services for individuals facing mental health challenges.
- Provided crisis intervention and emotional support, effectively de-escalating high-stress situations.
- Court Testimony
- Conducted investigations of child abuse and neglect.
Supervisor/Social Worker
Portage Co Jfs
07.2007 - 06.2018
- Supervised daily operations, ensuring compliance with policies and procedures.
- Trained and mentored staff to enhance team performance and service delivery.
- Implemented process improvements to increase efficiency within the department.
- Managed case assignments, coordinating services for clients effectively.
- Court Testimony
- Conducted investigations of child and elder abuse and neglect
- Managed the foster care and kinship care dapartments
Education
Bachelor of Arts - Criminal Justice
Southern New Hampshire University
Hooksett, NH06-2026
Bachelor of Arts - Psychology
Cleveland State University
Cleveland, Ohio, OH09-1993
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Conflict resolution
- Payment processing
- De-escalation techniques
- Inbound customer service
- Upselling
- Problem-solving
- Case management
- Case documentation
- Training and mentoring
- Staff management
- Decision-making
- Complex Problem-solving
- Strategic planning
- Staff development
- Team building
Timeline
Customer Service Agent
TTEC
10.2025 - 12.2025
Security/Receptionist
Allied Security
11.2024 - 10.2025
Care Manager
Elder Services
11.2022 - 11.2023
Case Manager
Coleman
07.2021 - 11.2022
Caseworker
Trumbull County CSB
01.2020 - 05.2021
Supervisor/Social Worker
Portage Co Jfs
07.2007 - 06.2018
Bachelor of Arts - Criminal Justice
Southern New Hampshire University
Bachelor of Arts - Psychology
Cleveland State University